supporting transformation in policing and emergency services

è www.steria.com

A Steria capability overview

Supporting transformation in policing and emergency services

Enabling efficient and effective operations on the frontline and in the back office

02 | Supporting transformation in policing and emergency services è www.steria.com

Did you know...

Steria has more than 35 years of history in the development and implementation of mission-critical systems around Europe

We have more than 650 dedicated consultants delivering our police and emergency services offering

We’re serving police and emergency services organisations in more than 27 countries SteriaAFIS is a new generation automated fingerprint Information system for use both in

crime prevention and to strengthen the digital identity process We provide 27 EU member states with our proprietary fingerprint image transmission

application portfolio SteriaFITPlus We include best-of-breed technologies in our solutions, including our own SteriaSTORM

command and control system and the NIVADIS investigation case management system that we developed

Our ground-breaking 10-year partnership with Cleveland Police in the UK is delivering innovative approaches to control room management, frontline policing and business processes

We are prime contractor for Visa Information Systems (VIS), the Europe-wide system for visa applications that connects all Schengen state consulates and external border crossing points

“ With SteriaSTORM as the National Command and Control solution, we will be providing the Scottish Police Service with new tools to tackle criminals effectively, regardless of where they are or where incidents take place.”

Iain Livingstone, Assistant Chief Constable, Lothian and Borders Police

Supporting transformation in policing and emergency services | 03è www.steria.com

Tough operational and business challenges are shaping modern policing and emergency services. In the face of reduced budgets and, in many cases, heightened levels of security, organisations in this sector are seeking to transform ways of working and of engaging with the communities they serve.

Police and emergency services must stay ahead of the technology trends driving greater citizen expectations, such as mobility and social media. They have to be able to gather and interpret information from multiple sources and turn it into hard intelligence on which officers can act.

Within this landscape can citizen confidence and crime prevention be improved with new technologies? Is it possible for officers to spend less time on administration and more hours out in the community? And can significant savings be achieved through standardisation and process improvements. The simple answer is yes. But the reality is more complex.

With a strong track record in police and emergency management, Steria is unravelling this complexity. We can help you transform and operate your business and IT functions and support frontline transformation – in the way you want to.

Our comprehensive portfolio offers:

• Expertbusiness transformation and IT consulting services, drawing on our experience across the private and public sectors to transfer knowledge and best practice to your own people.

• Contact management, including our compelling SteriaSTORM command and control solution, the management of emergency and non-emergency call handling and citizen call-backs for enhanced service delivery. SteriaSTORM is used throughout Europe and the Middle East.

• Best of breed technologies and specialist niche products to meet standalone needs or as part of a more comprehensive solution, including innovative mobile solutions and biometric technologies.

• Services to manage IT infrastructures, applications portfolios, quality assurance and business processes, including control room and justice management as well as back office functions such as HR and Finance & Accounting.

Our pioneering new partnership models are setting the pace in business support services, as well as in criminal justice. We have a proven reputation for delivery excellence and building long-term trusted partnerships. Isn’t it time you took a closer look at Steria?

Improving service delivery and operational efficiencyHow do today’s police and emergency services increase their visibility in the community, manage escalating information demands and enhance their ability to prevent crime – all with reduced funding?

Did you know… we are supplying Norway’s National Police Data Management Services (PDMT) with a complete package of data-room services, equipment and network components, as well as maintenance and other related services that are yielding great savings in operational and maintenance costs.

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Did you know… we have capability in building customer-specified command and control solutions, as demonstrated in the IGNIS Command and Control system of hardware and software that we designed for the Berlin fire brigade. This is providing full operational readiness of the brigade’s technical equipment, staff and vehicles and ensures rapid response times even during peak periods of up to 2,000 operations a day.


Enhancing citizen confidence and satisfaction

Citizen expectations are high. Social media, the internet and mobility have given an immediacy never previously experienced in terms of access to information. Interaction with the police and emergency services is easier than ever via diverse channels, ranging range from emergency and non emergency telephone calls to contact via the front desk, officers in the street, email, the internet, mobile devices and more.

Within this landscape officers and police staff often struggle to deliver a consistent service across all touch points. How can they gain a view of previous interactions, whatever the channel? How can call handlers speed up their response and improve service delivery to the public? Everyone wants to find a better way of overcoming this difficulty in managing citizen contact across diverse channels.

Steria is already working with police and emergency service organisations across Europe to help bring about the transformation needed to achieve this. Our technology solutions and sector-specific business support services are enabling better citizen engagement, improving contact management and making more officers effective on the streets:

• Contact management: we help to manage any interaction, whatever the channel, whether emergency or non emergency, and ensure there is a joined-up and consistent

approach to citizen contact management. Our solutions enable the effective logging of non-emergency communications and support collaboration with local authorities and partner organisations. In addition we actively work to improve citizen focus by providing citizens with updates on the resulting actions from their calls and giving them the ability for feedback on the service received.

• Command and Control: we fuse our contact management services with our renowned STORM command and control solution that allows emergency services control room operators to deploy resources quickly and effectively. This supports them in providing the best possible response. It enables emergency responders to log calls, allocate the appropriate level of response and make sure that those on the frontline have access to the information they need when responding to emergency calls (see also ‘Did you know...’, below).

• Control Room support services: we free up police officers for operational duties by taking over designated control room tasks, such despatch and queue management, as well as crime recording validation and allocation. Our partnership approach sees

us collaborating with senior officers to combine their command capabilities with our management of these tasks.

• Mobility: we are helping to transform ways of working with mobile technologies that give officers out in the community remote access to operational systems, processes and information, such as crime and intelligence reports. This means more time creating a visible presence in the community and less time inputting data at their desks. Officers can directly obtain information from their central systems via mobile devices while they are out on duty. They can submit intelligence logs, crime reports and associated photographs without having to return to the station.

How do police and emergency services organisations better engage with citizens and enterprises? What tools do they need to improve response times, enhance confidence and increase satisfaction across the communities they serve?

Information management is critical to the success of modern policing. It supports real-time decision making and crime prevention and speeds up investigations to quickly bring criminals to justice. The cost savings and community implications of this are significant.

Steria helps to turn vast and growing volumes of information into operational intelligence with best-of-breed technology and services that integrate with our clients’ existing systems. We provide innovative yet easy-to-use tools for accurately gathering data and we put in place the systems and processes for interpreting, sharing and using that data.

Our solutions making it simpler and faster for officers and managers to access information include the following:

• Biometrics: we are revolutionising the use of biometrics in policing and emergency services. Our SteriaAFIS back-end solution for the storage and matching of fingerprints in large databases is both fast and highly accurate. Partner solutions are integrated with SteriaAFIS so that matches based on iris or face recognition can also be quickly performed alongside full 20-finger searches that take less than two seconds using both rolled and flat-impression fingerprints. SteriaFITPlus is an innovative biometrics capture and image transmission solution used as a

workstation in police stations, police cars and airports. Biometric data, such as fingerprint, palmprint, latent, mugshot and signature, is securely captured and transmitted to central databases where, typically, SteriaAFIS can match it with other stored information. SteriaFITPlus has been enabled for mobile devices, allowing police officers to instantly and digitally record hand and fingerprint data from suspects and transmit it in seconds, saving time and resources. We have also recently extended our Biometrics Data Capture System currently safeguarding military personnel and facilities in the UK and abroad to emergency services organisations.

• Operational support services: it is important for information to flow effectively around any organisation, removing the need to re-key data and ensuring secure sharing of digital content. We have proven experience in enhancing data flows across police forces and redesigning business processes. For example, we can integrate technology to link all the criminal justice processes from the reporting of a crime, through arrest, charging and custody services, case file preparation and on to submission to the court process.

• Operational systems: we work with best of breed partners to provide forces with the right operational systems, from data analytics through to more comprehensive systems that support police processes, such as intelligence, investigations and justice. We integrate these platforms into existing infrastructures to ensure that officers can access and share information in real time. The NIVADIS investigation management system is an example of this. It integrates all the procedures necessary for processing criminal events, investigations, research and statistics and gives officers access to the most current information from all locations.

How can the wealth of information across both frontline and support functions be captured, analysed and transformed into highly productive preventive policing?

Harnessing and analysing information for effective intelligence-led operations

Did you know… the NIVADIS solution developed by Steria is supporting informed decision making and investigations for the Lower Saxony Police with the consistent integration of data from multiple sources.

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Getting results

• European Commission: we designed and implemented Eurodac the system, a large database of fingerprints of applicants for asylum and illegal immigrants within the EU. And we implemented a national access point (NAP) enabling the connected states to send digital prints to the Eurodac system.

• Belgian Federal Police: we’ve helped to strengthen crime solving capabilities with a new AFIS system enabling remote connection for the capture and transmission of finger and palm prints and traces.

• Bavarian Police: our MobileFIT solution featuring a hand-held fingerprint scanner was installed at the AllianzArena ground in Munich and at the Frankenstadion in Nuremberg ahead of the 2006 FIFA World Cup to aid in the identification of potential troublemakers.


With budgets stretched to the limit, there is an urgent need to do more with less. This means cutting costs by being more efficient and turning that efficiency into effective policing.

The administrative burden on officers must be reduced so that they have more time to spend on preventing and solving crimes. Non-core services, such as finance and administration (F&A), payroll, estates and fleet management and HR, are tying up senior officers. Reducing this bureaucracy will allow them to focus on policing rather than running support services.

Systems integration and process transformation

These non operational support processes can be transformed with innovative ICT solutions and new service delivery partnerships. For example, we helped to transform HR services for London’s Metropolitan Police Service with technology-enabled self-service. We carried out the system integration and process change needed to implement Oracle’s Human Capital Management, iRecruitment and Learning Management software, during which we validated more than 400 processes before handing over the system for the Force to manage itself. This is allowing officers to update their own personal information online, avoiding a lengthy administrative process.

Back office process improvement

As a world leader in the management of business processes across diverse public and private sector organisations, Steria is proof that processes and information can all be handled or transformed by a private sector partner.

We have developed and are delivering transformational services in policing, including the following:

• Police business process management: by transferring heavily transactional or time consuming tasks to our own teams, we provide our clients with more efficient, cost effective back office service delivery that frees up officers to focus on operational policing. This includes emergency control room management, non emergency call handling and managing crime and intelligence. On top of this, we provide more traditional BPO activities, such as finance and accounting (F&A), procurement, estates management and HR administration.

• Shared services: our innovative shared services business model is delivering a more efficient and lower cost way for business support services to reinforce front line policing. It also offers a way ahead for the multi-agency collaboration that will sit at the heart of a new, more localised approach to delivering services. Our shared services model offers multiple clients the opportunity to share best practice and derive the benefit of process optimisation and economies of scale, whether within and between police forces or at a local agency-level.

Delivering more efficient and cost effective services Can technology and re-designed business processes reduce the administrative burden on frontline staff and cut the cost of delivering back office support?

Did you know… we deliver business analysis and software testing consulting to Germany’s federal national investigative police agency Bundeskriminalamt (BKA) concerning the Schengen national system.


Pioneering new approaches

Steria’s 10-year strategic partnership with Cleveland Police in the UK is delivering new ways of working, transformational ICT services and innovative approaches to customer service and frontline policing. The partnership will deliver an estimated £7 million in cashable savings per annum to the force and includes:

• Police Operational Services (POS): including control room (call taking and despatch, as well as a citizen call-back service), community justice (case file preparation, central ticket office, witness care and after court services) and district enquiry and business support.

• Police Shared Business Service (PSBS): including finance, payroll, HR, training, procurement, fleet management, estates management and business support services.

• Police ICT Services: a full range of services including service desk, remote operations centre, infrastructure management (data and voice networks, Airwave radio, server and desktop) and application support and development.

• Mobile Information Access: giving 1,400 police officers mobile access to operational systems, processes and information, such as crime and intelligence reports.



A partnership with Steria delivers the ultimate blend: one that combines your core competence in policing, emergency services and community engagement with our private sector expertise in ICT-enabled transformation and business change.

Our police and emergency services portfolio is helping to inform and join up critical information systems. These sector-specifi c solutions are complemented by our proven IT-enabled and consultancy services and technology solutions that give you the agility you need to make change happen as quickly as possible:

• Transformation services: supporting the ongoing transformation of business processes, applications and IT infrastructure.

• Police consulting: making the most of our sector expertise to successfully implement strategic and organisational change.

• Systems integration and application development: from solution defi nition, design and development, to deployment and ultimate benefi ts realisation, we help to unlock business insight and operational effi ciency as we ensure your off-the-shelf or bespoke products are integrated into your existing infrastructure

• Testing and quality assurance: bridging the gap between application development and systems rollout.

• Application management: agile, focused IT services based on guaranteed outputs and outcomes.

• Infrastructure management: meeting the drive for cost reduction, fl exibility, performance improvement and growth.

• Police business partnering: delivering a step change in business effi ciency, agility and performance in front, middle and back offi ce functions such as HR and Finance & Accounting.

As a trusted partner in policing and emergency services, we are known for

delivering mission critical police systems. We draw on a wide range of public and private sector partnership experience to help the police and emergency services identify where either their investment in new technology or an outsourcing partnership will deliver the most service improvement.

We know how to make processes leaner and more effective and can help to shift the focus from purely cutting costs, to service improvements that yield savings, thus delivering signifi cant value. Crucially, our fl exible commercial models help our clients achieve their strategic objectives on tight budgets. Partnering with Steria gives them industry best practice and technology skills they may not otherwise have access to.

Rising to the challenge of 21st century policing and emergency services Working throughout the police and emergency services sector at local, regional and national levels, Steria offers solutions that incorporate new business models, best-of-breed technologies and proven expertise in business process optimisation.

“ In a politically sensitive project, Steria worked with us to connect our National Information System for Alerts with the Schengen Information System (SIS I). In just seven months Steria developed and implemented a sophisticated, fl exible and innovative system tailored to our specifi c needs.”

Corina Artopolescu, Head of National Centre of SIS, Romanian Ministry of Administration and Interior


Steria police and emergency services solutions and servicesWe have developed specifi c services, solutions and innovations for police and emergency services organisations, including:

Services:

• ApplicationManagement&Development

• BusinessProcessConsultingandImplementation

• BusinessProcessOutsourcing

• ChangeManagement

• End-to-EndCaseManagement

• End-to-EndTestingManagement&Governance

• FinanceTransformation

• InfrastructureManagement

• Operational&ITOutsourcing

• PartnerManagement

• ProgrammeManagement

• RegulatoryChangeManagement

• TUPEManagement

Solutions:

• Biometrics–SteriaFITandSteriaAFIS

• BusinessIntelligence

• Command&Control–SteriaSTORM and IGNIS

• ComplianceandIntegration–Steria Interconnection Box

• CustomerRelationshipManagement

• DigitalEvidenceManagementandDigital Recording

• DistributionPlanning

• EnterpriseContentManagement

• EnterpriseSolutions(SAP,Oracle)

• InvestigationCaseManagement–NIVADIS

• Mobilitysolutionsforemergencyforces

• OperationalServiceEnhancement&BPO

• PoliceandEmergencyServicesConsulting,Operational Services

• PolicePredictiveAnalytics

• PoliceTransformation

• PoliceSharedServices

• ProcurementTransformation

Innovation:

• BusinessVisioning

• ChannelStrategy&PortalSolutions

• Cloudbased,InfrastructureOnCommand

• DigitalVisioning

• LegacyEnablement

• Location-basedApplications

• MobileApplicationDevelopment

• TargetOperatingModelDesign&Roll-out

• TechnologyInsight&Direction

Find out more

Find out more about Steria’s extensive range of services and solutions for police and emergency services and our diverse portfolio of IT-enabled business services by visiting steria.com/your-business/homeland-security or email [email protected]

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For further information about our services visit www.steria.com

About Steria

Steria delivers IT enabled business services and is the trusted transformation partner for private and public sectors organisations across the globe. By combining in depth understanding of our clients’ businesses with expertise in IT and business process outsourcing, we take on our clients’ challenges and develop innovative solutions to address them efficiently and profitably. Through our highly collaborative consulting style, we work with our clients to transform their business, enabling them to focus on what they do best.

Our 20,000 people, working across 16 countries, support the systems, services and processes that make today’s world turn, touching the lives of millions around the globe each day. Founded in 1969, Steria has offices in Europe, India, North Africa and SE Asia and a 2011 revenue of €1.75 billion. 21%* of Steria’s capital is owned by its employees. Headquartered in Paris, Steria is listed on the Euronext Paris market.

*Including the Employees Shares Trust in the UK